Head of Front of House Operations

3 weeks ago

London, Greater London, United Kingdom Hampstead Theatre Full time
Job Description

Hampstead Theatre is seeking a highly skilled and experienced individual to fill the role of Head of Front of House. This is a crucial position that requires a strong leader who can create a welcoming and safe environment for our audience and visitors.

The successful candidate will have previous management experience in a professional front of house environment, preferably within a producing theatre venue. They will be responsible for overseeing day-to-day operational matters, including maintenance, fire safety, and security.

The Head of Front of House will also be responsible for delivering consistently outstanding customer experience to our audiences and visitors. This includes line managing, recruiting, inducting, and training Front of House staff.

The ideal candidate will have excellent interpersonal and communication skills, a passion for delivering excellent customer service, and the ability to tailor their approach to meet different demographics and social groups.

Responsibilities

  • Customer Service
  • Delivering consistently outstanding customer experience to our audiences and visitors.
  • Line managing, recruiting, inducting, and training Front of House staff.

Operations

  • Ensuring the Front of House and building operation runs smoothly.
  • Ensuring all public areas of the building are clean, presentable, and welcoming to all customers.
  • Ensuring appropriate duty management arrangements are in place at all times.
  • Implementing and reviewing all operational procedures.
  • Overseeing building maintenance and liaising with external contractors.

Health and Safety

  • Implementing and overseeing Health & Safety in all Front of House and office areas.
  • Adhering to and contributing to the Health & Safety policy and regulations.
  • Identifying hazards and completing suitable risk assessments.

Other

  • Delivering all Front of House elements for all performances and events.
  • Working closely with the Head of Catering to ensure the premises licence is adhered to.
  • Acting as a keyholder for the building.

Knowledge, skills, and experience

  • Previous management experience in a professional front of house environment.
  • Excellent interpersonal and communication skills.
  • A passion for delivering excellent customer service.
  • An ability to tailor your approach to meet different demographics and social groups.
  • Demonstrable success of managing a team of people.
  • Excellent organisational and planning skills.
  • An ability to strategise and plan ahead.
  • Able to remain calm whilst working under pressure.
  • Tactful, diplomatic, and able to maintain confidentiality.
  • Good attention to detail and ability to work quickly and accurately.
  • Office and administration skills with good computer literacy.
  • Ability to work without supervision and take initiative.
  • Ability to anticipate the needs of colleagues.
  • Ability to understand and manage health & safety, fire safety, licensing, and other statutory regulations.
  • Current First Aid at Work certificate or successfully applying for the certificate following appointment.
  • Commitment to diversity and broadening access.

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